Location
Bangalore | India
Job description
- Communicates and aligns business and individuals needs in order to achieve business growth and career development of team members, by facilitating two-way communication between team members and senior management team
- Ensures availability of appropriately skilled members at the Service Desk frontline to achieve service levels
- Maintains technical expertise of team members through continuous learning and training on the job
- Understands the competencies, potential and motivations of team members to coach and mentor them
- Sets appropriate, challenging performance targets and gives objective and constructive feedback based on evidence to enhance their performance
- Handles performance and disciplinary issues of team members
- Delegates specific service desk responsibilities to team members to create specialization and increase service delivery pace
- Monitors intraday performance, evaluates performance metrics and ensures SLAs are met
- Responsible for service and quality improvement
- Handles escalations, identifies problems and liaises with relevant stakeholders to solve complex issues
- Observes service desk operation techniques and processes to assess effectiveness and implement improvements
- Submits necessary reports
- Actively contributes to shift-left, innovation and automation opportunities
- Ensures compliance with all contractual and regulatory standards
Prerequisites:
- ITIL foundation certified.
- At least one year experience leading teams in an offshore technical service desk function.
- Experience working with multinational and multilingual teams across several time zones.
Preferred:
- SDI or HDI certification.
- Technical experience in omnichannel cloud contact center as a service.
- Certification in Microsoft 365, desktop operating systems, Active Directory, and/or Computer networks.
Work Environment: 24X7 operation, late night work.
Skills:
- English
- Incident Management
- Leadership
- RTAC (Remote Desktop)
- Service Request Management
Job tags
Salary
